Account Hacked, Locked Out, and Stonewalled by Support for Almost a Month – Desperately Need Help

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Hi Team,

We’re at our wit’s end here. Our account was hacked on November 13. Thankfully, we caught it early, limiting the damage to just one day of payouts being sent to a malicious bank account. Great response on stopping the breach quickly—but things have gone downhill ever since.

Here’s what happened next:

  1. Verification Issues:
    The accounts team requested company documentation to verify our identity. We provided everything, but they claimed it didn’t match their records.

  2. Password Reset Nightmare:
    The account owner was asked to reset their password, which they did. But every login attempt after that led to the dreaded message:
    “Please reset your password – check your email.”
    No email ever arrived.

    After more back-and-forth, we discovered the account was locked by the accounts team, effectively preventing any password recovery or login attempts.

  3. Support Tickets Going Nowhere:
    As the IT support for this store, I’ve been assisting the owner for over 3 years, and I’ve logged multiple support tickets:

    • 52672334
    • 52791975
    • 52935965

    These were eventually escalated to ticket 52791975, but every response is the same generic line:
    “The account team is busy, and we’ll respond in 3–5 business days.”

It’s been almost a month without access to payouts, and we’ve been met with silence from the accounts team. Despite sending emails and tickets almost daily, we’ve been completely stonewalled.

This situation is severely impacting the business. We urgently need access to our account and payouts restored. Has anyone else experienced this? Any advice on how to escalate this further?

Thanks in advance for any help.

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